ECE doesn't just promise great service, we guarantee it. In 2003 ECE introduced five service
guarantees and a sixth one in 2006.

1. Billing Questions: ECE will respond to your billing questions at the time you contact us. If the question requires further investigation, we'll respond within three business days - or credit your account $10.

[Exceptions: Applies only to ECE bills.]

2. Keeping appointments: When we mutually agree on a date and time for an appointment with you, ECE will keep the appointment - or credit your account $25.

[Exceptions: Action or default by events or someone other than an ECE employee. A major event (i.e. severe weather or storm damage). Appointment was cancelled by customer. Appointment was rescheduled and the customer was notified. Customer gave incorrect or inadequate directions to the meeting site or service location.]

3. Security Light Repair: ECE will credit your account $7 if we don't respond to your request to repair your security light within three business days of the date you contact us.

[Exceptions: Action or default by events or someone other than an ECE employee. A major event (i.e. severe weather or storm damage). Security light is not owned by ECE. Repair is extensive (i.e. pole replacement). It wasn't safe to perform a necessary task. Soil conditions prohibit security light repair. Customer gave incorrect or inadequate directions to the service location. Vandalism to bulb or fixture.]

4. Meter Problems: ECE will credit your account $10 if we don't investigate problems with your electric meter and let you know the results within seven business days.

[Exceptions: Action or default by events or someone other than an ECE employee. Meter was damaged due to vandalism. No access to the meter.]

5. Connecting your service: ECE will connect your existing service within three business days of your request. If we don't, we'll credit your account $25.

[Exceptions: Construction is required. Balance and/or deposit due from previous accounts. Did not apply for service. Date connection requested is a holiday or weekend. Customer gave incorrect or inadequate directions to the service location. Safety violations state inspection required before connecting service.]

6. New Service Installation: ECE will credit your new account $100 if we don't install your electric service within 15 business days or by the day we've agreed upon.

[Exceptions: Action or default by events or someone other than an ECE employee or contractor. Customer has not met all the requirements from New Service Checklist'. Development, city, or electrical infrastructure is not in place. Road restrictions or soil conditions prohibit crew from performing necessary work. A major event (i.e. severe weather or storm damage.)]